Thermostat disconnects from WiFi when trying to connect app

[Drew4]

Hi - I recently moved into an apartment with the white nest thermostat E. I completely restarted it as the app showed as connected but the previous owner said he didn’t have control of it. I have managed to get it connected to the WiFi no problem.
when I try to connect the app, the app goes through the process and then tries to connect the thermostat to WiFi again. This fails to work and then I am forced to restart the thermostat - no route to cancel out on the app. Any ideas - I just want to get the app working. I have latest app.

[David_K]

When you say you completely restarted it, what exactly did you do? Try these steps:

1. If the thermostat had a previous owner and hasn’t been reset yet, factory reset the thermostat.
2. If you haven’t already, download the Nest app on a phone or tablet.
3. On the Nest app home screen, tap the Settings cog.
4. Tap Add product. The app will switch to a camera view to scan the thermostat’s QR code.
5. On the thermostat, press it to open the quick view menu and tap the Settings cog.
6. Turn the ring to select Nest app and press to open it.
7. Select QR code. Your thermostat will show you a unique QR code to scan with the app. If it doesn't, tap Continue without scanning in the app and select Get entry key on your thermostat instead.
8. Follow the remaining steps in the Nest app.